IT Support Engineer I

Mission:
This position provides an opportunity to support vital functions for the United States Citizenship & Immigration Services (USCIS), Office of Information Technology (OIT), supporting programs managing our nation’s fundamental foreign person processing services. The USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization, and the successful candidates will help the USCIS OIT provide information technology (IT), expertise, and the support services necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products.

ASG employees work closely with USCIS personnel to deliver high end service solutions that allow them to maintain mission continuity. The selected candidates will work with high performance collaborative teams to deliver best-in-class services and solutions in technical support, systems refresh, software integration, and operations support to clients in CONUS and OCONUS locations.

Job Summary:
The IT Support Engineer candidate will provide USCIS user support at remote locations on assigned open tickets and work in collaboration with the Service Desk. The IT Support Engineer is responsible for resolving customer affecting technical issues in a timely fashion in order to maintain customer satisfactions. Installs, troubleshoots and maintains an extensive variety of products and equipment. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers’ needs.
The following are principal duties of the IT Support Engineer:Position Responsibilities:

Deskside Support which includes

Provide on-site support for deployment and security remediation functions

Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install, Blackberry Exchange Server connection verification and equipment swapping support

Service Center Services

Ensure IT services are rendered/tested for telework users using VPN and CITRIX services

Provide remote support services for telework/home users

Support pre/post application releases

Account Management Services

Hardware Incident Resolution

Identify and resolve hardware incidents and service requests of a consumable part

Qualifications:Mandatory:

US Citizen

High School Diploma or equivalent

Minimum 1 year experience troubleshooting software and hardware in a customer service roles

High degree of technical proficiency

Excellent problem solving skills and analytical abilities

Desired:

Certification in UNIX and Microsoft Operating Systems

Familiarity with LANDesk remote resolution and with using LANDesk to push packages to workstations to complete software installation

Familiarity with CLAIMS 3 (C3) system

CompTIA Network+ or A+

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status,or any otherprotected characteristic. The EEO is the Law poster is available here.